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Terms Of Service
This Service Policy is specifically formulated for the KAIROS DYNAMICS INC EU cross-border e-commerce website (kairosdyna.com, hereinafter referred to as the "Official Website") and strictly adheres to the EU Consumer Rights Directive, the E-Commerce Directive, and other relevant laws and regulations. It covers the entire service process, from browsing the website and inquiring about products to placing orders and after-sales protection. We are committed to providing customers in the EU with a safe and convenient wallet and purse shopping experience through professional and efficient service, while safeguarding your legitimate rights and interests.
I. Pre-Sales Service: Professional Consultation and Information Support
1. Product Transparency
All wallets and purses on our official website are fully labeled, including but not limited to:
Material details (e.g., leather type, hardware, lining material, etc.); Dimensions (length/width/thickness, number of card slots, currency capacity, etc.);
Color display (photos of the actual product under natural light, with the annotation "Slight color variation may occur due to device display differences");
Functional descriptions (e.g., RFID shielding, foldability, customization, etc.);
Pricing and Discounts (clearly indicating the original price, discount price, promotional period, and applicable conditions, with no hidden fees).
If you have any questions about product information, please contact our official "Online Customer Service" or email [email protected]. We promise to respond within one business day (EU business hours: Monday to Friday, 9:00 AM - 6:00 PM, including daylight saving time).
2. Pre-Order Consultation
If you have questions about shipping times (refer to the EU Regional Transport Policy, which states a shipping time of 20-40 calendar days and a delivery time of 5-7 business days), shipping rates, and tariffs before placing an order, you can obtain accurate information through the following methods:
Check the "Help Center - Logistics and Customs" section of our official website for basic information;
Contact our online customer service team and provide your country/region of destination. They will provide real-time shipping costs, estimated tariffs, and delivery times;
When emailing us, please note "Pre-Order Consultation + Product Link" and we will provide you with a customized response.
II. Post-Sales Service: Order Tracking and Dynamic Communication
1. Real-Time Order Status Synchronization
After placing an order on our official website and completing payment, you will receive full-process order status notifications:
Payment successful: The system will instantly send an "Order Confirmation Email" containing the order number, product list, payment amount, shipping address, and other information.
Preparing: After the order enters the 5-7 business day preparation period, the official website order center will update the "Preparing" status. If shipment is delayed (e.g., due to inventory shortages), a "Shipping Delay Notice" will be sent two business days in advance, stating the reason and the adjusted delivery time.
Shipped: Within one business day of the shipment being picked up by the carrier, a "Shipping Notification Email" will be sent, containing the tracking number and tracking methods (available in the official website order center or on the carrier's website), allowing you to track the shipment progress in real time.
2. Order Modifications and Cancellations
You can request to modify or cancel your order before it enters the production/shipping phase:
Order Modifications: If you need to change your delivery address or product style/color, you can submit a "Modification Request" in the official order center or send an email with "Order Modification + Order Number + Modification Details." We will review your request within one business day and update your order information upon approval. (If the modification results in a change in the order amount, you will need to pay the difference or receive a refund.)
Order Cancellations: If your order is in the "Preparing" state, you can request a full cancellation. A refund will be returned to your original payment account within three business days. If your order has already entered production (especially for custom products) or shipped, you cannot cancel it directly and will be subject to the EU Return and Exchange Policy.
III. After-Sales Service: Return and Exchange Support
Return and Exchange Service Connection
If you require a return or exchange, please follow the EU Return and Exchange Policy. We provide dedicated after-sales support:
Application Channel: Submit your application through the "Help Center - Return and Exchange Request" section of our official website, or send an email with the following information: "Return/Exchange + Order Number + Reason." Customer Service will review and provide feedback within three business days.
Document Assistance: If you require supporting documentation such as product photos and shipping tracking numbers, you can attach them to your email. Customer Service will verify the integrity of the documentation to avoid delays due to missing information.
Progress Tracking: Once your return or exchange request is approved, the "Return/Exchange Processing" status will be updated in the official order center. You will receive real-time notifications of the refund/exchange status via email, ensuring you are kept informed of the processing results.
IV. Complaint Handling: Efficient Response and Rights Protection
1. Complaint Channels and Response Time
If you are dissatisfied with pre-sales, in-sales, or after-sales service, you can submit a complaint through the following channels, and we promise to handle it efficiently:
Dedicated Complaint Email: In addition to the regular inquiry email address [email protected], you can also send a complaint email to "[email protected]" (with "Customer Complaint + Order Number + Problem Description") to ensure priority processing.
Official Website Complaint Channel: Log in to the "Help Center - Customer Complaints" section of the official website and complete the complaint form (including the type of issue, time of occurrence, and desired resolution). After submission, the system will generate a complaint number for you to easily track the handling progress.
Response Time: Within two business days of receiving your complaint, a dedicated customer service representative will contact you (by email or phone, depending on the contact information you provide) to confirm the details of the issue and provide a resolution plan and estimated timeframe.
2. Complaint Handling Process
Complaints will be handled through a four-step process: "Verification - Negotiation - Resolution - Follow-up":
Issue Verification: Customer Service will access order records, communication logs, logistics information, and, if necessary, contact relevant departments (such as the logistics provider or the production workshop) to verify the situation and ensure a comprehensive understanding of the issue.
Solution Negotiation: Based on the verification results, we will offer two to three solutions (such as compensation coupons, free repairs, refunds, etc.) and negotiate with you to finalize the solution, ensuring that it complies with EU consumer rights regulations and your legitimate needs.
Implementation and Resolution: Once the solution is confirmed, it will be implemented within the promised timeframe (e.g., compensation coupons will be sent immediately, repair orders will be arranged within three business days), and progress will be provided simultaneously.
After-sales Follow-up: Within one business day of the issue being resolved, we will follow up via email or text message to confirm your satisfaction with the resolution. If any objections remain, we will renegotiate and optimize the solution until the issue is properly resolved.
V. Data Security and Privacy Protection
While providing services to you, we will strictly adhere to the "EU Chinese Privacy Policy" to safeguard the security of your personal information:
Information Collection: We only collect personal information necessary to provide services (such as name, email address, and delivery address), and do not collect sensitive information beyond the scope of the collection (such as bank card passwords and biometric information).
Information Use: Personal information will only be used for order processing, service communications, and after-sales support, and will not be used for unauthorized marketing activities.
Information Protection: Personal information is stored using encryption technology, with limited access to internal personnel to prevent information leakage, tampering, or loss.
Rights Protection: You may request access, correction, deletion, or withdrawal of your personal information at any time by submitting a request through the "Privacy Center" on our official website or by email. We will respond within the timeframe specified by EU regulations.
VI. Policy Updates and Service Inquiries
1. Policy Update Notification
We may update this service policy from time to time based on changes in EU regulations and the need to optimize our official services. The updated policy will be published on the "Terms of Service - Service Policy" page of our official website and will be notified via the following methods:
Official pop-up notification: Within 7 business days after the policy update, a "Service Policy Update Notification" will appear when you visit the official website. Click to view the updated content.
Email Notification: Customers who have already placed an order will receive a "Service Policy Update Notification" email, highlighting key changes to ensure timely updates on your benefits.
2. Daily Service Inquiries
If you have any service-related questions, you can contact us through the following channels:
Online Customer Service: Click the "Online Customer Service" icon in the lower right corner of the official website homepage. We provide real-time responses during EU business hours. During non-business hours, you can leave a message and receive a next-day response.
Official Email: [email protected]. We promise to respond within 1 business day, and provide detailed solutions to complex issues within 3 business days.
Help Center: The "Help Center" section of our official website includes FAQs, service process guides, and more. You can search for basic information and save time. We always prioritize customer needs and continuously optimize our EU cross-border e-commerce website services. If you have any suggestions, please share them through the channels above to help us improve our service.